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Contact Center
Contact Center
Security
Collaboration
Networking
82%
BUY MORE from
companies that make it
easy to do business
73%
23%
59%
INTERNET
SELF-SERVICE
WEB
CHAT
20%
TWITTER,
FACEBOOK
77%
PHONE
64%
STORE
50%
say they constantly
change how they deal
with organizations
9 of 10
9 of 10 consumers want
support while online
Challenges
Customers
Customers are
are wanting
wanting to
to
communicate on
on their
their terms
terms
communicate
Customers
Customers often
often need
need to
to repeat
repeat
themselves once
once answered
answered
themselves
Customers
Customers are
are reporting
reporting bad
bad service
service
with agents
agents
with
Agents
Agents are
are not
not productive
productive during
during
quiet times
times
quiet
Losing
Losing sales
sales as
as callers
callers are
are dropping
dropping
before we
we answer
answer
before
Resolution
Incorporate
Incorporate email
email and
and web
web chat
chat as
as
part of
of the
the contact
contact center
center strategy
strategy
part
Eliminate/reduce
Eliminate/reduce transfers
transfers
Detailed
Detailed call
call reports
reports and
and call
call
recordings on
on every
every agent
agent
recordings
Use
Use agent
agent idle
idle time
time to
to proactively
proactively
make outbound
outbound sales/collection
sales/collection calls
calls
make
Identify
Identify peaks
peaks and
and balance
balance agents
agents
between groups
groups
between
IVR
IVR to
to offer
offer self
self service
service
Outbound dialing
Use agent down time to automatically make outbound calls
IVR
Offer self service to free up agent time
2013 Avaya Inc. All rights reserved.
Avaya IP Office
Multichannel Contact Center
Customers and
Prospect
Contact Center
Resources
Agent
Groups
Voice
Web Chat
Agent
Universal Queue
Media-specific
Skills-based routing
External
Destination
Waiting
Announcements
IVR
Outbound
Dialer
Inbound Calls
Route callers to
most able agent
Optimize agent
skills
Prioritize callers
Boost Customer
Experience and
Satisfaction
2013 Avaya Inc. All rights reserved.
Outbound Calling
Collections
Appointment and
late payment
reminders
Special offers
Improve Agent
Occupancy and
Increase Revenues
Email
Offload non-critical
inquiries to email
Keyword routing
Auto responses
Provide Fast
Responses to Email
Inquiries
Chat
Push urls
Assist with online
shopping
Product and
services support
Increase
Sales/Support
Efficiency
9
Unlimited skills
System
Per agent
Assign % skill level
Topic
Per agent
Spoken languages
Availability
History
Best agent to
handle call
Backup
agent to
handle call
Backup
agents or
alternative
10
Call Recording
Eliminate conflicts - the he said, she
said syndrome
Monitor and improve agent to customer
interaction
Record
Every agent call
Random selection
Now with the press of a button
11
Call Reporting
Customizable real time and
historical reports
Scheduled, instantaneous
Threshold alarms
Calls waiting, lost calls
12
Outbound Dialing
Increase sales revenue
Advertising campaigns
Upsell opportunities, post sale
13
Self Service
Provide customer self service
anytime - anywhere
Reduce agent live time, free
up for important voice calls
Integrate to ODBC database
for information playback
Provide comprehensive self
service
99 simultaneous
sessions
Intuitive Graphical
Script editor
Fast creation and
editing
14
Collaboration
Room, desktop,
mobile
Simple,
affordable
Conference
control
Security
Most flexible deployments
Networking
User presence
Rich
Protects
trunks
UC SIP
feature
set
Automated
WiFi/3G/4G
connectivity
provisioning
Secures remote
endpoints
Active packet inspection
15